About Messagepoint:

Messagepoint is a privately-owned software company providing an AI-powered SaaS solution that enables enterprises to manage and personalize customer communications with greater speed, accuracy, and control. Our award-winning platform empowers business users to create and optimize compliant, personalized communications across digital and print channels using advanced content intelligence and large language models.

Messagepoint is headquartered in Toronto with employees located throughout Canada, the United States and the UK.

Summary:

We are looking for a highly motivated and technically inclined Technical Customer Success Specialist to join our team. This entry-level role is ideal for a recent graduate in Computer Science, Information Technology, or a related field with up to 3 years of experience. The role is designed as a hybrid position, providing technical assistance, consulting and investigation for customers, and process management platform administration.

As part of the Customer Success team, this role will contribute to customer satisfaction by supporting software upgrades, releases, integrations, and technical communications, and working on solutions and proofs of concepts driven both by customer requests and Customer Success initiatives.

Additionally the role will partner with the Customer Success Process Analyst and team leaders to implement, update, and refine processes in our core systems.

This position requires an individual who is eager to learn, has strong problem-solving skills, and enjoys both customer interactions and internal process optimization.

Responsibilities:

Technical Consulting Support:

· Assist customers with software upgrades, releases, and version tracking.

· Provide technical support for customer applications, integrations, and other platform functionalities.

· Work closely with Senior Customer Success Consultants to investigate customer needs and provide solutions.

· Troubleshoot customer-reported technical issues and proactively offer recommendations.

· Deliver technical communication and best practices regarding product updates and enhancements.

· Support custom initiatives, including application design reviews, process reviews, and research projects.

· Develop proof of concepts (PoCs) and proof of solutions (PoSs) in response to specific customer needs or strategic initiatives.

· Collaborate with internal teams to assess feasibility and recommend innovative solutions.

· Document research findings, solutions, and outcomes for internal and customer reference.

· Collaborate with Product, Development and Education teams to ensure customer needs are addressed in product improvements.

Customer Success Platforms Administration:

· Implement and maintain configurations, integrations and processes for key Customer Success platforms: ChurnZero, Jira Service Management, Confluence, RFPIO and Salesforce.

· Ensure process documentation remains current and accurate.

· Optimize customer lifecycle workflows, ensuring seamless transitions between customer interactions.

· Maintain and improve automation workflows that enhance Customer Success operations.

Qualifications:

· Bachelor’s degree in Computer Science, Information Technology, or a related field.

· 0-3 years of experience in technical support, SaaS consulting, or a customer-facing technology role.

· Strong analytical and problem-solving skills, with a focus on customer integrations and technical solutions.

· Familiarity with SSO, Web Services, APIs, and basic scripting or programming concepts.

· Familiarity with containerization technologies and their role in modern application deployment and orchestration.

· Ability to assess customer needs and translate them into actionable solutions.

· Experience working with or willingness to learn ChurnZero, Salesforce, Jira Service Management, Confluence, and RFPIO.

· Excellent communication skills, both written and verbal, with the ability to convey technical concepts to diverse audiences.

· Highly organized and detail-oriented, with the ability to manage multiple tasks efficiently.

Why Join Us?

· Gain hands-on experience in technical consulting, process management, and research-driven solutions.

· Work closely with Senior Consultants and cross-functional teams, learning from experienced professionals.

· Build a strong foundation in customer success operations within a leading SaaS enterprise environment.

· Opportunity for professional growth in technical consulting, process management, or innovative research roles.

Messagepoint is an Equal Opportunity Employer and encourages diversity and inclusion in the workplace.

We thank you for your interest, however, only those who qualify for an interview will be contacted.